Global Consumer Care Systems & Analytics Lead

Crayola; Easton (Northampton County); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Annual Bonus Potential for all Full‑In

Company matched 401k

Comprehensive Healthcare Benefits

Education Assistance Program

Wellness Programs

Employee Discounts

Job summary

Crayola in Easton, PA seeks a Consumer Affairs Systems and Analytics Manager to oversee contact center systems, analytics, and vendor relationships. The role leads Emplifi, inContact, Qualtrics, and PowerBI initiatives, and builds global-ready capabilities for international teams while guiding a small team including a data administrator and knowledge management.

You will collaborate across IT and business functions, drive data-driven insights, and advance automation and AI to improve efficiency,

Qualifications

• Bachelor's degree in IT, Data Science, Business Administration, or related field.
• Minimum 5 years of experience in systems management or data analytics, preferably in a consumer affairs or call center environment.
• Proficiency in Emplifi, inContact, Qualtrics, and PowerBI; strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills; ability to manage multiple projects and priorities.

Responsibilities

• Oversee the Emplifi suite of products including Agent, Social, Knowledge, Reporting & Fulfillment, ensuring seamless operation and data integrity.
• Serve as the primary interface between Emplifi and Crayola IT support for large-scale projects.
• Manage the telephony system (inContact) and survey deployment tools (Qualtrics).
• Develop and maintain PowerBI dashboards and other analytics tools to provide actionable insights.
• Lead the Data Administrator and Knowledge Management roles, ensuring effective data management and knowledge dissemination.
• Maintain vendor relationships to ensure optimal performance and support.
• Investigate and implement new technologies, including automation and AI, to improve call center efficiencies.
• Ensure all systems are globally ready to support international consumer care teams.
• Ensure compliance with data privacy and security regulations.

Skills

Analytical thinking

Communication skills

Education

Bachelor's degree in IT/Data Science/Business Administration

Tools

Emplifi

inContact

Qualtrics

PowerBI

Job description

Crayola in Easton, PA seeks a Consumer Affairs Systems and Analytics Manager to oversee contact center systems, analytics, and vendor relationships. The role leads Emplifi, inContact, Qualtrics, and PowerBI initiatives, and builds global-ready capabilities for international teams while guiding a small team including a data administrator and knowledge management.

You will collaborate across IT and business functions, drive data-driven insights, and advance automation and AI to improve efficiency,